Relief Guest Experience Manager

DESCRIPTION:

The Relief Guest Experience Manager is a Guest Services Agent trained and able to provide relief coverage for front office duty manager shifts when required

The Guest Services Manager is a full-time management role responsible for leading the team of Guest Service Agents. The person working in this role has a passion for providing exceptional guest experience, and leading a team in meeting goals.

RESPONSIBILITIES:

RESPONSIBILITIES:

Supervise Guest Services Associates. Maintain and implement as necessary the SOP's in Guest Services and undertake regular monthly audits and review to ensure standards are being met.

Maintain and ensure the check in times and quality of the welcome experience for our guests. Assist with check-ins and check-outs at the front desk, where necessary.

Resolve guest and employee complaints. Keep Front Office Manager informed of any risk or opportunity in relation to any experience or inter-action.

Maximize room sales and revenue for the hotel. Ensure Guest Services operates with a sales attitude and all associates are aware of sales opportunities within the hotel, which will assist with the maximization of revenue. Ensure all Guest Service Associates are aware of all room sales/revenue targets and are kept informed to performance results.

Maintain a high standard of customer relations/customer service within Guest Services. Maintain professional internal/external guest service: smiles, creates eye contact and uses employee/guest names.

To assist in training new Guest Services Associates.

Maintain open and constant communication with other departments, on a day-to-day basis regarding changes in the forward occupancy of the hotel and subsequent services levels required.

Facilitate communication of internal and external events to Guest Service Associates. Guide and counsel associate to correct nonstandard behavior/performance and promote improved productivity.

Maintain all systems and procedures as they relate to VIP arrivals are being met and ensure Associate resources are scheduled to adequately provide service levels.

Maintain and ensure the "Delivery of the Promise" with regards to PPHGs Loyalty programs and create the "Wow" effect in exceeding guests' expectations.

Ensure all floats and cash handling procedures are adhered to within company standards and ensure the overall protection of the company's revenue.

Ensure all Guest Service Associates are well presented at all times in accordance with company Standards.

Ensure & maintain the cleanliness and presentation of the Lobby at all times

Put into action, "Personalized care because we genuinely care". Practice PPHG's Vision, Purpose & Values

Ability to perform all duties required of a Guest Services Agent.

QUALIFICATIONS:

Possess a passion for customer service.

1 – 2 years in a Front Desk position in an equivalent size and style of hotel. Previous supervisory experience is an asset.

Have a genuine interest and desire to exceed guest expectations and be highly guest service-focused.

Possess a high-level of professionalism and initiative.

Cash handling and float management skills.

Possess strong leadership and organizational skills, and preferably demonstrate an eye for detail. Sound observational and teaching skills.

Possess strong motivational and developmental skills in working with all Associates of the hotel.

Additional language(s) an asset.

Valid BC Drivers License.

Knowledge of Hotel safety and emergency policies and procedures.

A person who displays a balance of sincerity, genuine cares for others, a willingness to learn and who would be proud to say, "I am Pan Pacific".

Grade 12 Diploma as well as a Diploma or Degree in Hotel Management is a definite asset.

Work Remotely

• No

Job Types: Permanent, Full-time

Pay: $25.39 per hour

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Life insurance
• On-site parking
• Paid time off
• Vision care
• Wellness program

Work Location: In person